Forum Discussion

NYJack's avatar
NYJack
Streaming Star
2 years ago
Solved

MAX Pause function not working correctly

Just recently (maybe within the last week or so) when playing a video in the MAX app the PAUSE button has to be pressed twice to either pause while playing or play while paused. To further confuse th...
  • RokuCarly's avatar
    RokuCarly
    2 years ago

    Hi, NYJack!

    Thanks for sharing your Pause issues inside the Max app. We'd be happy to help you contact the right Support for this. 

    Since this is an isolated case involving the Max app exclusively, we strongly advise that you contact their Support team for further assistance and clarification.

    Please be advised that the majority of content on the Roku platform comes from streaming channels maintained and updated independently by the channel's provider. Their app may need an update from them.

    You may reach them here: Max Support

    Once again, we highly appreciate the troubleshooting steps you've attempted to try and resolve the issue. We hope this will get everything sorted out soon so you can get back on streaming at your convenience.

    Best regards,
    Carly

jBu979's avatar
jBu979
Newbie
11 months ago

You know what’s ironic Roku, your comment is listed on here twice haha, just like the play/pause max issue (which I’ve also been experiencing). 

RokuCarly's avatar
RokuCarly
Community Moderator
11 months ago

Welcome to the Roku Community, jBu979!

Thanks for your first post here and for letting us know you have the same issue with Max's pause/play functionality on your Roku device. Rest assured that the relevant team is currently investigating this issue.

With this being said, we'd like to include your affected device in the process and it would be great if you could provide us with additional information such as follows:

  • Roku device model, serial number, device ID, and current software version. (this can all be found in Settings > System > About)
  • Tracker ID (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID)
  • Channel build version

We'll be looking forward to your update.

Best regards,
Carly

  • Crookleg's avatar
    Crookleg
    Newbie
    11 months ago

    I'm experiencing the same issue. Very annoying. Every other channel pauses when you hit pause. This recently changed with Max on ROKU and now we have to hit pause or play to bring up the time bar, to then pause or play. No other apps work this way.

    • RokuCarly's avatar
      RokuCarly
      Community Moderator
      11 months ago

      Welcome and thank you for posting here in the Roku Community, Crookleg!

      Thanks for bringing this to our attention. Rest assured that our relevant team is aware of this occurring issue with Max and is currently in the process of investigation.

      We'd be happy to include your device for review and it would be highly appreciated if you could provide us with the necessary details such as follows:

      • Roku device model, serial number, device ID, and current software version. (this can all be found in Settings > System > About)
      • Tracker ID (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID)
      • Channel build version.

      In the meantime, we would also recommend directly coordinating this with the channel provider for further clarification and assistance as this is an isolated case within Max only. You may reach them here: Max Support

      We'll be anticipating your update.

      Best regards,
      Carly

      • pgarvin652's avatar
        pgarvin652
        Reel Rookie
        11 months ago

        Hi,

        This problem is a couple of months old. Any word on when this issue will be resolved?